Issue Summary

This is reproducible on Data Center: (yes)

We received a customer request, trying to fully understand how the "human-readable" SLA goal is presented to the users when using different calendar configurations such as 24/5 or 9/5 ones.

It seems that Jira does a calculation based on the "working" hours and does not present the information in a concise and fully understandable way.

Our investigation resulted in several different outcomes, it is not even easy to organize the information:

• When the SLA is set to 216h, in a 24h without weekends, calendar:
  • 216 divided by 24 hours is 9 days;
  • Since it is a calendar 24 by 5, weekends are considered when the human-readable format is used;
  • SLA in human-readable format, is showing as 1w 3d, on mouse hover the explanation is In 5 days 18:13 UTC
  • This calculation seems incorrect.

• For an L2 SLA is set to 144h
  • 144 divided by 24h is 6 days:
  • In human-readable format is within 1w.
  • This is correct behavior.

Steps to Reproduce

1. Create a 24/5 calendar
2. Create an SLA with a goal that spans "more than a week"
3. Create a new issue receiving the goal we created

Expected Results

If the SLA goal is 216h which means 9d, while starting the counter on a Monday (1st) at exactly 3PM, the breach date will fall on next week's Friday (12th) at exactly 3PM.

The Human readable is shown as "Whithn 1w3d", however:

Actual Results

These screenshots are based on the above scenario.

Human-readable format:

Hours:minutes format:

• Within means "during", "not after", etc...
• So the actual 1w3d does not make sense.

The SLA goal of 216h that "translates" to 9 full days, ending on the 9th day at 3PM should be "within 1w2d".

The '3rd' day, that is the same Friday 12th, after 3pm, the SLA goal will have been breached, so it's not "within" the 1w3d period.

Workaround

Change the "Human-readable" format to "hours:minutes" using the application configuration.